AI Success Strategist driving AI adoption and operational excellence for Zendesk. Leading AI roadmap delivery and ensuring measurable business impact for customers.
About the role
- Customer Success Operations Engineer enhancing processes and systems for customer success. Leveraging data-driven insights and automation to support operational efficiency.
Responsibilities
- Design, optimize and implement Customer Success processes across the entire customer lifecycle (Onboarding, Adoption, Expansion, Renewal)
- Own the development and integration of our CS tools (e.g., CRM, CS platforms, ticketing, reporting, automation tools)
- Identify opportunities to automate manual workflows and implement them together with the respective teams
- Ensure consistent data flows and system interfaces between Customer Success, Sales, Product and Finance
- Develop dashboards, reports and KPIs to provide transparency into customer health, risks and opportunities
- Act as an organizational interface between teams and translate business requirements into scalable operational solutions
- Support the creation of standards, playbooks and best practices for Customer Success
Requirements
- Degree in Industrial Engineering, Business Informatics, Business Administration or equivalent professional experience
- Experience in operations-, process- or systems-focused roles (e.g., Customer Success Operations, Revenue Operations, Business Operations), ideally in a startup or scale-up environment
- Experience integrating, automating and analyzing processes and data, including using REST APIs and SQL, as well as common automation, monitoring and BI tools (e.g., Zapier, Tableau, Datadog)
- Practical experience with CRM systems (especially HubSpot) and confidence working in a modern, collaborative tool landscape (e.g., Notion, Airtable, Slack)
- Strong analytical and organizational skills with a process-oriented, data-driven mindset
- Enjoy structuring and scaling complex processes
- Fluent in English; German and other languages are a plus
- High level of initiative and ability to work independently
Benefits
- Flexible work location within Germany: hybrid, remote from home, or in our beautiful office in Cologne
- Option to work remotely from abroad (up to three months per year from anywhere in the EU or the USA)
- State-of-the-art technology and a modern tech stack
- Excellent hardware setup (16" MacBooks, 2 monitors at your workstation)
- Support for your health through our Urban Sports Club partnership
- Flexible use of a monthly mobility budget (e.g., company bike/JobRad, public transport)
- Time and budget for personal development
- Optional company pension scheme
- Regular company and team events
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Tech skills
Location requirements
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